General
We will make it our goal to ensure that every helpline caller feels supported and reassured by their call to LawCare.
We will work to anticipate the needs of those we serve by proactively working to meet their needs.
We will hold ourselves and each other accountable for our service commitment.
We will be conscious of our communication style and communicate in a professional manner.
Helpline Calls
We will greet callers in a courteous and professional manner, identifying the service when we answer.
We will listen respectfully and actively to callers and assist callers to the best of our ability.
Where calls fall outside the remit of the helpline we will explain this clearly and, where possible, direct the caller to another source of support before ending the call.
When making a referral to a peer supporter we will obtain the caller’s verbal permission to discuss the substance of their call with the supporter.
At the end of a helpline call we will summarise what has been discussed and any action which is to be taken and invite the caller to call the helpline again if necessary.
We will finish our encounters with our callers in a courteous and professional way.
We will maintain confidentiality, taking any and all steps required to protect the information entrusted to us.
Voicemail
We will respond to voicemails within 24 hours during normal business hours.
We will update our voicemail greeting, advising callers when we will be out of the office for an extended period of time (full day or more), informing callers of when we will return and who they may contact instead.
Email
We will respond to emails within 48 hours during normal business hours.
We will update our email notification message when we will be out of the office for an extended period of time (full day or more). We will indicate our expected return date and indicate a contact person (if applicable).
Internal
We will interact with each other in a courteous and professional manner.
We will work to resolve issues with colleagues by discussing problems directly and working toward agreed upon solutions.
We will be considerate, cooperative and helpful to every staff member
We will hold ourselves and each other accountable for addressing inappropriate comments and behaviour.
We will make a conscious effort to compliment colleagues when their actions comply with these standards.
